FIND ALL
your answers
HERE
SHIPPING + RETURNS
What happens if I receive a damanged product?
If you receive a damaged product, we can replace the item if sufficient inventory is available in your Swag Store.
Can I exchange products that I've ordered?
No, once an estimate is accepted, that means you have committed to the order and production begins. There are no returns or exchanges on customized products.
Can I return products that I've ordered?
No, once an estimate is accepted, that means you have committed to the order and production begins. There are no returns or exchanges on customized products.
What happens to packages that are undeliverable?
Any undeliverable packages are returned back to Gemnote. Your CSM will work with you to reship these, return them to you or add them back to your inventory.
How am I charged for shipping?
Shipping is billed via invoice. If you’re a monthly subscriber, shipping is invoiced every month.
How do I know my package has been delivered?
You’ll receive an email confirmation once your package ships and are able to view tracking under the 'Orders' tab within your Swag Store.
What shipping carriers do you ship with?
We ship with USPS and FedEx for domestic packages. We ship with FedEx and DHL for international packages.
Do you offer drop shipping to individual recipients?
Yes! Through our software, you're able to ship packages to individual recipients.
Do you offer bulk shipping to one location?
Yes, we can bulk ship your order to one location.
Do you offer international shipping?
Yes, we offer international shipping through FedEx or DHL.
Who is responsible for customs and duty fees?
We manage all customs documentation and forms required for international shipping. However, the client is responsible for any customs taxes, duties or other incurred fees.
How long does shipping take?
Domestic packages arrive within 2-5 business days via Ground Shipping. International shipping arrive within 5-8 business days if there are no customs delays. Rush shipping available.
PRICING + SUBSCRIPTIONS
Do I have to subscribe to a monthly plan to use Gemnote?
No, you can order on an as-needed-basis if you don't require warehousing. With our software feature, Projects, you'll still be able to track all packages from an easy-to-use dashboard for free!
How am I billed for shipping costs?
Shipping is billed via invoice. If you’re a monthly subscriber, shipping is invoiced every month. You will receive discounted shipping rates through Gemnote.
How is inventory counted under my subscription plan?
All items, big or small, are counted as inventory under your subscription plan.
Do monthly shipments roll over?
No, you cannot that save up your shipments credits. Anything that is not sent out will not roll over to the next month.
Can Gemnote build my Shopify Store?
No, but we can integrate with it! Gemnote is not a web development firm, so we do not build Shopify stores from scratch. The easiest way to start selling is through our E-commerce store, which requires no development and is ready to go!
What happens if I upgrade my plan?
The pricing will be prorated, so the days you used the lower tier will be priced at the lower tier. The days you use the higher tier will be priced at the higher tier.
Can I cancel my monthly subscription plan?
Yes, you can cancel at anytime. If you'd like to cancel your plan, please contact your CSM and we’ll get your inventory shipped back to you.
How am I billed for customized products?
You will receive an invoice for products, customization and any additional services required. Our pricing includes the product, customization fee and set up fee. Additional services can include fulfillment, packaging and more.
What’s included with the monthly fee?
The monthly subscription includes full access to Our Software to send products, manage inventory, create Redemption Pages, start an E-commerce store and more. It also includes shipping material, receiving labor, kitting and warehousing.
Do you offer volume discounts?
Yes, of course. The more you order, the better the price! Depending on the product and volume, there are different price breaks, so please ask your CSM about how to save big.
When can I start sending items from my store?
You can start sending out shipments once we've received all your items in our warehouse. Your CSM will notify you once items are available in your Swag Store.
How are shipments counted under my subscription plan?
Sending individual orders to one location counts towards your plan as a 'shipment'. Whether that is one mug or 20 mugs to your office, that counts as one shipment!
PRODUCT + CUSTOMIZATION
Do you have order minimums?
Yes, most of our suppliers require a minimum order quantity of 50 units for customized products. If you’re interested in blank (uncustomized) products, there may be minimum order exceptions. However, you may still be required to order in case packs.
How long is standard production time?
Standard production time is 10-14 business days from final proof approval.
How long is rush production time?
Rush production time is 7-10 business days from final proof approval. Rush production will incur additional customization and shipping fees.
What customization capabilities does Gemnote offer?
Anything you can imagine, we can probably do it. Take a look at our Sourcing & Production page for more details on some of our customization capabilities.
What happens if the item I want is no longer in stock?
Because we source products from various suppliers, inventory is subject to change. If any of the items you ordered are out of stock, we'll notify you immediately and recommend an alternative.
Can I cancel my order?
No, once an estimate is accepted, that means you have committed to the order and production begins. There are no returns or exchanges on customized products.
Can I produce customized products with Gemnote?
Of course! Gemnote is the easiest way to design, create and send custom products.
Where do you source your products from?
We source from thousands of our carefully vetted suppliers around the world to get you the best products at the most reasonable prices.
Do I need to pay for samples?
Yes, customers are responsible for paying product sample fees and shipping costs. Pre-production samples can also be purchased once all artwork has been submitted and approved by the client.
